Customer Service Training
Resume:
Matthew S. Small
*** *. ****** ******, ******, Texas 76058 817-***-****
*******.*********@*****.***
Executive Profile
Innovative business professional with a Master's in Business Administration
and 22 years of experience in the areas of Distribution, Management and
Transportation seeking a position as a Distribution Center Manager.
Qualifications
Practical experience in Pharmaceutical Distribution and International
Transportation combined with SAP WMS systems implementation. Proven
success as a certified Continuous Improvement Specialist with $8.75MM in
savings combined with a strong ability to analyze data to drive KPI
standards. Expertise in the areas of managing exempt and nonexempt
employees, annual budgets, contract negotiation, Lean and Six Sigma
techniques and Hazardous Material Training.
Education
Masters of Business Administration-May 2009
Colorado State University - Fort Collins, CO
Bachelor of Fine Arts in Communications-May 1992 Loyola Marymount
University - Los Angeles, CA
Professional Experiences
Senior SAP Business Analyst Alcon Laboratories - FTW, TX
Oct 2012 to Current
Responsibilities include: Drive and support business value decisions for
SAP WMS in Warehouse and Logistics processes by leveraging best practices
in an effort to standardize into a single global ERP solution. Support
establishment of all Warehouse and Logistics execution processes to
complete Global Template build and future site installations.
Key Accomplishments:
. Develop and support completion of all Warehouse and Logistics Execution
Blueprint phase deliverables including Functional Specifications, User
Requirement List and Business Process System Design.
. Delivered training for 66 employees in all aspects of Warehouse and
Logistics processes for SAP WMS.
. Develop instructional materials for all WMS operations to support end-
user and super-user training requirements.
. Business subject matter expert for Warehouse and Logistics systems
implementation of SAP WMS.
. Responsible for coordinating workshop preparation and presentation of SAP
WMS prototype to stakeholders.
. Ensure effective process team management of Warehouse and LE build,
deployment and infrastructure deliverables.
. Responsible for developing and executing test scripts for Operational
Qualification and Integration Testing for SAP.
. Define and document business policies, procedures and measurement systems
as well as functional specifications for the development of interfaces,
reports, forms and enhancements.
. Responsible for providing first level of support after initial go-live
for SAP WMS in Canada 2014.
. Coordinate with other Teams to ensure integration benefits while
developing solutions to complicated problems.
. Provide direction and support to identify business gaps during SAP
configuration efforts.
Senior Transportation Analyst II Alcon Laboratories - FTW, TX
Sept 2009 to Oct 2012
Responsibilities include: Managing International Ocean and Air freight
shipments to support Alcon's Global Supply Chain strategies. Collaborate
with strategic logistics partners to support our global business while
creating new processes which focus on continuous improvement.
Key Accomplishments:
. Responsible for negotiating carrier contracts in coordination with Global
Procurement and Finance. 2012 RFQ analysis of $34 million in
International Air Freight contracts resulted in total annual savings of
$5.4 million.
. Communicate with global logistics partners to develop service provider
KPI performance indices which include shipment profiles, annual projects,
transit standards, and continuous improvement projects.
. Created innovative methodologies for Global Temperature Sensitive freight
management which resulted in annual saving of over $700K in 2012.
. Coordinator for department Continuous Improvement Program which delivered
$8.53M in approved savings for 2012.
. Provide oversight and coordinate effective time-management of Global cold-
chain deployments for U.S. exports in order to satisfy both Manufacturing
and Affiliate Site requirements.
. Manage freight claim recovery activity and carrier quality reports to
identify gaps and trends and take corrective action with global service
providers.
. Accountable for auditing freight invoices on all modes and reporting
monthly freight spend to management.
. Partner with key stakeholders, including Manufacturing, Customer Service
and Procurement, to provide solutions and ideas for cost savings
initiatives and ensuring on-time deliveries to our customers.
. Department Coordinator for the following programs; Quality, Continuous
Improvement (CIP), Plateau Training, DC Performance Indices and
Department Projects.
( Completed certification as Continuous Improvement Specialist which
focused on Lean and Six Sigma techniques.
. Completed Hazardous Materials Air Shipper Certification 2012 and
Transportation Training Seminar 2011.
( Received LTI Award for consistent high performance and commitment to
total success in 2008 and 2009.
( Responsible for creating 2011 Zero Based Financial Budget for the
Houston Distribution Center.
Assistant DC Manager Alcon Laboratories - Reno, NV
Aug 2005 to Aug 2009
Responsibilities include: Staffing, warehouse operations and budgeting
along with the maintenance of the facility and the implementation of
safety, security and housekeeping programs for this 80,000 sq. ft.
distribution center.
Key Accomplishments:
. Coordinate, train and coach a staff of 25 employees in all aspects of
assembly, picking, receiving, and shipping.
. Assure the accurate assembly and timely shipment of surgical custom
packs; pick packs and pre-op/post-op kits within prescribed cost levels
to ensure quality service to customers.
. Coordinates schedules for shipping and receiving activities for all
product lines and ensures efficient, compliant and timely receipts of
products and supplies.
. Assisted in managing an annual budget of $2.65MM. Responsible for
preparing and presenting annual budget, scheduling expenditures,
analyzing variances and initiating corrective actions.
. Drive reduction in costs and improved processes through continuous
improvement projects which resulted in an annualized savings of $246,500.
. Evaluate internal process flows for optimizing opportunities to change
layout and increase efficiencies.
( Maximized proper utilization of inventory and pick face maintenance
by repositioning entire Freight Picking Area which resulted in a 10%
increase in productivity coupled with a 20% reduction in overtime.
. Created Labor Headcount Analysis to justify requests for additional
department employees during budget process.
. Responsible for developing and executing test scripts for Operational
Qualification and Integration Testing for DLx.
. Provided super user training and support for DLx WMS systems
implementation for warehouse.
( Implemented successful light dimming project which resulted in an
annual energy savings of $23,575.
( Conduct monthly staff and safety meetings to promote warehouse
safety, maintenance and job performance.
. Responsible for developing comprehensive data suite of KPI standards for
Warehouse to include; Productivity, Quality, On-time shipments and
Inventory Accuracy to drive results and accountability.
. Review velocity reports to implement product placement strategies for
efficient picking, replenishments and put away.
. Maintain company safety goals by training staff and taking appropriate
safety precautions to ensure a safe work place, employee safety practices
and drive safety team recommendations.
. Responsible for initiating incident review combined with CAPA tracking
and timely closeout.
( Successfully shutdown and dismantled the Reno Distribution Center on-
time and under budget. Responsible for coordinating asset disposal and
building preparation to ensure seamless transition from Reno to Fort
Worth.
. Responsible for developing SOP's for warehouse operations and ensuring
compliance with Power Lift Equipment including training, documentation
and review.
. Implemented operational efficiencies for quality, throughput, storage
capacity, cost reduction, compliance and safety.
. Assisted in coordinating activities for internal and external audits and
inspections.
. Created and implemented Random Freight Audit program which has resulted
in a $16,800 reduction in overtime while maintaining internal quality and
customer satisfaction.
. Implemented recycling initiative which resulted in a savings of $14,700
and reduced annual waste to landfill by 78%.
. Effectively reduced shipping errors by 25% using an innovative approach
to individual department training.
. Implemented pre-assembly process which reduced overtime by $24,500 and
has increased productivity by 15%.
( Conduct daily meetings to effectively allocate manpower to accomplish
daily work volume while minimizing overtime.
( Implemented combined shipment process which has resulted in an annual
freight savings of $30,865.
V.P. of Operations - West World Distribution - Agoura, CA
Mar 1996 to Aug 2005
Responsibilities include: Managing all aspects of sales, marketing,
purchasing, inventory control and following the direction set by the Chief
Executive Officer for this 15,000 sq. ft. distribution center.
Key Accomplishments:
. Manage and coordinate day-to-day operations for a staff of 15 employees
in all aspects of Warehouse operations.
. Accountable for hiring, training and coaching a staff of 4 exempt and 11
nonexempt employees in all aspects of customer service, purchasing,
inventory control and warehouse management.
. Developed training and guidance to encourage the continued growth and
development of contributing associates.
. Responsible to ensure monthly, quarterly and annual cut offs are
completed on time for Management and Finance.
. Responsible for ensuring compliance with Power Lift Equipment including
training, documentation and review.
. Developed safety procedures and ensure staff is currently trained on all
Standard Operating Procedures
. Responsible for managing $1MM annual budget and ensuring competitive
pricing for supplies, materials and equipment utilized in the
Distribution Center.
. Manage shipping activities, carrier and mode selection, cost control and
coordination of carrier pick up schedule.
. Create and implement policies for improved inventory control including
cycle counts, material master database and investigation of inventory
adjustments.
. Vendor management: worked closely with 30+ manufacturers to develop long-
term relationships and increased sales growth through in-house trainings
and product promotions.
. Responsible for coaching and disciplining employees while monitoring job
results, development plans and performance reviews.
. Planned and executed transfer from MYOB to Mas90 accounting software in
partnership with Marlatt Consulting.
. Act as main MIS contact to establish computer needs for information
systems to maintain and expand network.
. Distributor of the Year four times with three different consumer
electronics vendors.
Transportation Specialist - United States Gypsum - Glendale, CA
May 1994 to Feb 1996
Accountable for truck, rail and ocean movements for 5 regional
manufacturing facilities: accurately determine applicable freight rates via
all transportation modes and determine optimum service at lowest available
method of distribution.
Key Accomplishments:
. Assisted in the selection, negotiation and implementation of a lease
truck program, which consisted of 2 dedicated tractors and 3 lightweight
trailers, which resulted in an annual savings of $72k/year.
. Established monthly transportation bulletin that was distributed to
marketing, plant and field sales managers.
Customer Service Manager - M&K Sound - Chatsworth, CA
July 1992 to May 1994
Managed the customer service department of this $15 million speaker
manufacturer. Accountable for building quality relationships with
customers, dealers and distributor network. Set polices for freight
handling, maintained compliance with transportation laws, reconciled
freight claims and standardize export procedures.
Key Accomplishments:
. Analyzed current shipping methods and negotiated with major freight
carriers to develop opportunities for transportation cost savings of
$21k/year.
. Established strategic partnerships with purchasing and manufacturing to
help maintain 2-3 day production time.
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